Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. With the release of Custom Bots and Answer Bot last year, our bots are helping us grow our business – just like our customers. We’re asking more qualification questions on pages with lower-intent visitors.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

SurveySensum

SEPTEMBER 28, 2023

So, it’s time to explore the common pitfalls in creating customer service surveys. To rectify this issue, it’s crucial to ask clear and unbiased questions such as → “On a scale from 1-10, rate your satisfaction with our customer service.” Only ask one question at a time to ensure clarity.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Today’s customers expect fast support at any time of day.

Customer Service 86

Customer Service AI CX Sales 86

Fonolo

JULY 5, 2023

People are willing to forgive brands for making mistakes and want to support local brands. And cozying up to a sports team or an ‘influencer’ in your niche can quickly win you fans of your own by proxy. The same goes for the content that people see about your brand on blogs and social media.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

JANUARY 17, 2024

I soon discovered that people abandon surveys because either they are too long or they ask confusing questions with too much industry jargon. Imagine answering tons of confusing questions with no clear agenda—because nobody has time for that! They teamed up with Google and McCann to better understand younger customers.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Execs In The Know

APRIL 25, 2024

According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. Agents can ask this virtual assistant any questions they might have while interacting with customers.

AI 52

AI CXM Engineering Business Operations 52

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Totango

OCTOBER 26, 2021

The NPS system measures customer satisfaction by asking a question modeled on the phrase, “How likely is it that you would recommend X to a friend or colleague?” Customers reply to this question by using a scale of 0 to 10 to represent how likely they would be to make a recommendation.

NPS 88

NPS Net Promoter Score Customer Journey Map Customer Satisfaction 88

Totango

OCTOBER 26, 2021

The NPS system measures customer satisfaction by asking a question modeled on the phrase, “How likely is it that you would recommend X to a friend or colleague?” Customers reply to this question by using a scale of 0 to 10 to represent how likely they would be to make a recommendation.

NPS 87

NPS Net Promoter Score Voice of the Customer Customer Journey Map 87

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! On the other hand, chatbots improve team efficiency by automating common and time-consuming queries, increasing agent capacity and fueling scale.

ML 52

ML AI Start-ups Machine Learning 52

SurveySensum

OCTOBER 10, 2023

So, with this blog, we have mined the top 9 Delighted alternatives by examining their features, pros, and cons. So, we found the following common feedback for Delighted from product review platforms like G2, and Capterra. 5) Yes Yes End-to-end customer support (live chat, emails, blogs, etc.).

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

SurveySensum

OCTOBER 5, 2023

The survey began with standard questions about her overall experience, from the cleanliness of the showroom to the professionalism of the staff. But as she progressed through the survey, she noticed an open-ended question that asked, → “Is there anything you feel could be improved at Prestige Motors? Please explain.”

Customer Satisfaction 52

Customer Satisfaction Sales Start-ups Construction 52

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

Totango

OCTOBER 26, 2021

The NPS system measures customer satisfaction by asking a question modeled on the phrase, “How likely is it that you would recommend X to a friend or colleague?” Customers reply to this question by using a scale of 0 to 10 to represent how likely they would be to make a recommendation.

NPS 62

NPS Net Promoter Score Voice of the Customer Customer Journey Map 62

Intercom, Inc.

APRIL 19, 2018

It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich Archbold , Senior Director of Engineering, has been at the forefront of codifying and scaling this philosophy over the past few years.

Engineering 192

Engineering Technology Technology Start-ups 192

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Hosted solutions also scale much better and by their very nature, are immediately much cheaper and more efficient to implement.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Totango

SEPTEMBER 7, 2021

These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success. Optimizing self-service tools to pre-empt support issues. Taking a team-based approach to customer success management.

B2B 80

B2B B2C Technology Technology 80

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. Describing where to access self-service and customer support tools.

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Execs In The Know

OCTOBER 9, 2022

AI/ML can transcribe calls, track customer sentiment, detect common issues and customer trends, or even pinpoint discrepancies—such as a price promotion in an email that doesn’t match the promotion on the website. Ring is a smart home security company that provides support to their customers, who they call “neighbors.”

ML 59

ML AI Contact Center Customer Experience 59

SurveySensum

JULY 11, 2023

Segment your customer base based on common characteristics or behaviors. Give personalized customer support by anticipating needs and offering tailored solutions. So, you called customer support to enquire about it. Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. Some of it’s really useful, some of it not at all.

Education 215

Education Start-ups Engineering 215

Customer Service Life

MARCH 28, 2019

This article was originally published on the ICMI blog on January 24, 2019. When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or perhaps it’s spelled “phishing.” The most common use for Slack in contact centers is as an escalation channel for frontline agents.

Contact Center 60

Contact Center Close the Loop Engineering Customer Satisfaction 60

Lumoa

FEBRUARY 6, 2018

We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

CX 129

CX Customer Experience Education Machine Learning 129

PeopleMetrics

FEBRUARY 25, 2022

Frequently Asked Questions about Customer Experience. These are the most frequently asked questions about customer experience. This continuous process, supported by a robust CX strategy and the right tools, allows you to continuously monitor the impacts of your improvements and make targeted changes over time.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service? Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Totango

AUGUST 25, 2022

Customer engagement supports your customer success strategy by planning engagements that promote customers’ successful outcomes. Most customers start off as short-term pilots by one team in an organization. Perhaps their team is trying out your product to see if it fits their needs. But you can’t afford to do that.

Net Promoter Score 97

Net Promoter Score Customer Acquisition NPS Customer Journey Map 97

Zendesk

DECEMBER 23, 2020

The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. But here’s what my teammates at Lessonly and our partners at Zendesk believe: The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. Enter these four tips.

Customer Service 64

Customer Service Customer Satisfaction Customer Retention Start-ups 64

Hodusoft

AUGUST 9, 2023

In this blog post we have discussed the benefits of multi-tenant contact center software for both BPOs and their clients and how it enhances customer service operations. How can Multi-tenant Contact Center Software address some major common pain points of organizations? What is Multi-tenant Contact Center Software?

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Totango

MAY 6, 2021

Here we’ll provide answers to these key questions. Your sales team can focus on truly growing your revenue. Steps in the process include onboarding , adoption , support escalation and subscription renewal. Use good discovery questions to find out what customers hope to get from using your product.

Customer Retention 74

Customer Retention Net Promoter Score Education Customer Feedback 74

Intercom, Inc.

AUGUST 18, 2022

As a staff engineer, a lot of your energy goes into cross-team collaboration for the vision and strategy. There is a great blog post by Sarah Drasner, an engineering manager at Google, on CSS-Tricks about that. I am on a team called front-end experiences, FX for short, and we work on front-end libraries for Algolia.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. The problems that plague the minds of QA and monitoring teams are many, but some are more prominent than others – and have a bigger impact on the company’s bottom line. Lindsey Havens.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” But Why Were Customer Support Tools Left Behind?

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. It’s about making your customer support team’s job easier by giving them easy access to problem-solving information.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Intercom

MARCH 9, 2023

Throughout the process, if you have any questions, feel free to pop your question in the chat, and then we will have about 15 to 20 minutes at the end of the conversation to go through the questions. I’m going to presume a lot of people have probably seen ChatGPT at this point because it’s just made such a big wave.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Comm100

NOVEMBER 8, 2018

These are all questions to keep top of mind when planning out your overall customer experience strategy. In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. Knowledge base. Social media. AI-powered chatbots.

Social Media 51

Social Media AI Machine Learning Technology 51

1 to 1

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. The traditional model is very inflexible which people find unappealing.”

CX 52

CX Contact Center Innovation Customer Satisfaction 52